De-escalation & Crisis Intervention in Affordable Housing

Property management staff often encounter difficult interactions with residents that can escalate rapidly if not handled skillfully and professionally. This 1.5-hour webinar provides tools to manage tense situations, handle crises, and promote constructive communication within affordable housing communities. Topics include recognizing early warning signs of escalation, maintaining composure under pressure, employing verbal de-escalation techniques, and prioritizing personal safety. The training highlights empathy, boundary setting, and consistent rule enforcement while maintaining fairness and respect for residents. Real-world case examples will show how to respond to residents facing stress, mental health crises, or conflicts with staff or neighbors. Participants will gain practical strategies to manage conflicts confidently, safeguard staff well-being, and foster a calmer, more cooperative housing environment that promotes long-term occupancy stability and community trust.

Registrations with credit card payment will be accepted until the day before scheduled events. Check payments must be received at least 7 calendar days prior to the scheduled event; as such the check payment option will be removed 14 days prior to the scheduled event. If you elect to pay via check, ensure your payment is received by MA-AHMA at least 7 calendar days prior to the event to avoid late fees and delays in receiving your log-in link and course material. Please familiarize yourself with our full registration/cancellation/payment policy which we strictly enforce.